Retailers Can’t Afford to Ignore Chatbots
June 14, 2017 at 10:12 am

There’s no doubt about it , chatbots are changing the e-commerce landscape. They’re shaking up expectations around customer engagement with use cases spanning concierge-like customer care, the post-purchase experience, brand marketing and product discovery. While it may still be early days for this technology, the chatbot landscape is already valued at $4 billion and annual global revenue…

What’s Driving Artificial Intelligence? How AI Will Make Consumers Fall for Brands
February 15, 2017 at 9:58 am

Artificial intelligence (AI) is powering the next wave of customer experience. Virtual buying assistants, chatbots and voice-activated apps all are changing the way customers interact with brands. The future of e-commerce will look entirely different, and brands are taking steps now — big or small — to make this vision a reality. This is the… Enhances Customer Experience With IBM Watson
January 19, 2017 at 4:50 pm

The family of brands prides itself on providing superior customer experiences. To continue to meet its high customer experience standards, has started using IBM's Watson technology to help shoppers throughout their purchase journeys. In this interview from the National Retail Federation's Big Show in New York City last week, Jon Mandell, vice president of…

How Staples Uses Watson Technology to Make Shopping Easier
January 18, 2017 at 11:44 am

Staples is using IBM's Watson cognitive computing technology to help its online shoppers with "low-end tasks" such as customer service inquiries. In this interview with Staples’ Chief Technology Officer Faisal Masud at the National Retail Federation's Big Show, he explains that Watson also helps influence sales by making the buying process easier and quicker for…

How DSW is Using Chatbots for Personalization
December 29, 2016 at 2:55 pm

In 2016, we saw retailers begin to experiment with chatbots. Customers could place orders or contact customer service through the use of this technology. The rise in chatbot popularity became clear when Facebook Messenger announced it would be integrating with retailers to allow consumers to make purchases right in the platform. Now Narvar, a software-as-a-service…

What Retailers Need to Consider Before Using Chatbots
December 13, 2016 at 9:20 am

The retail industry has never been as competitive — or as fragmented — as it is today. With consumers’ attention increasingly being split between multiple channels, retailers are in need of new ways to reach shoppers wherever they are. However, it’s not enough to reach a shopper in the right channel with any message. Retailers…

Nordstrom Uses Chatbot to Help Holiday Shoppers
December 12, 2016 at 11:45 am

Nordstrom is expanding on its efforts to engage with mobile shoppers, using the holiday gift-giving season as an opportunity to launch its first-ever chatbot. If you can’t decide on the perfect gift for your mom this holiday season, for example, the bot is a click away on Facebook Messenger as well as Kik. Nordstrom teamed with New…

Starbucks to Debut ‘My Starbucks Barista’ AI Technology
December 8, 2016 at 9:53 am

Starbucks is making news … again. Yesterday, the coffee Goliath announced it will join the growing wave of companies using artificial intelligence (AI) and chatbots to supplement employees, planning to unveil what it calls an “innovative conversational ordering system.” GeekWire reports that the ordering system will be available via the Starbucks app and titled “My Starbucks Barista.”…

3 Ways Retailers Should be Using AI to Boost Sales
November 3, 2016 at 8:00 am

Artificial intelligence (AI) technologies, which are already widely used in industries such as finance and healthcare, offer enormous potential for the retail sector. Previous Total Retail articles have referenced the power of AI to revolutionize the way people shop online, but instead of dreaming of the future potential, let's focus on three practical applications of…